Technical Support Specialist

Spirii develops and provides world-class charging products and digital solutions to customers with electric cars. Our Digital Development department is proud to drive a listen, learn, and lead culture that allows us to improve our working methods including how we adopt AI to work smarter.

THE ROLE

We are looking for a Technical Support Specialist to serve as the key bridge between our Customer Support and Product Engineering teams. This role ensures that system issues, product bugs, and operational incidents are properly investigated, diagnosed, and resolved in a timely manner.

You'll operate inside a modern engineering workflow working across the full incident lifecycle from intake and triage to root-cause analysis, fix validation, and post-incident learning.

We expect you to treat AI as a force multiplier: using AI assistants to accelerate log analysis, draft and refine SQL queries, summarize noisy alerts, generate first-draft troubleshooting docs, and spot patterns across recurring issues. The ideal candidate is technically savvy, detail-oriented, comfortable navigating APIs, databases, and cloud-based systems, and curious about how AI tooling can make support faster and more accurate.

• Act as the first technical escalation point for Customer Support when product-related issues or bugs arise, working within an established triage and severity framework.
• Investigate and reproduce bugs or anomalies using tools like Postman, SQL clients, and system dashboards, using AI assistants to speed up query construction, log parsing, and hypothesis generation.
• Perform operational tasks such as data corrections, configuration updates, and log analysis within defined safety, access, and change-control guardrails.
• Collaborate with engineering teams to triage issues, provide reproducible diagnostic details, and validate bug fixes or patches against acceptance criteria after release.
• Write and maintain troubleshooting guides and runbooks leveraging AI to draft, structure, and keep documentation current so incident resolution gets measurably faster over time.
• Monitor system health and proactively identify recurring or emerging issues, feeding signals back into engineering for preventive measures and reduced ticket volume.
• Support incident response during major system events or outages, contributing to clear communication, accurate timelines, and blameless post-incident reviews.
• Continuously look for ways to automate repetitive support work from scripted data checks to AI-assisted ticket summarization and response drafting.

• Passionate about exploring innovative technologies, including AI tools — and expanding your skill set.
• Ambitious and committed to delivering top-quality solutions for customers and Spirii.
• Ownership-driven, with a strong sense of responsibility for your work and a bias toward improving the process, not just closing the ticket.
• Excellent communicator, able to interact with all levels of the organization and external partners.
• Collaborative and supportive, fostering a positive and inclusive team environment.

• Strong understanding of APIs and experience using Postman (or equivalent tools) for endpoint inspection and testing.
• Proficient in SQL for querying and validating data across multiple databases (MariaDB, PostgreSQL, or similar).
• General familiarity with web applications, microservices, and RESTful architectures.
• Comfortable working with logs, monitoring tools, and error tracking systems (e.g., Datadog, Sentry, CloudWatch).
• Analytical mindset and strong troubleshooting skills; able to isolate problems quickly and propose next steps.
• Excellent communication skills to collaborate effectively with both Customer Support (non-technical) and Engineering (technical) teams.
• Strong attention to detail, process discipline, and documentation habits.
• Experience in SaaS or platform-based environments.
• Familiarity with ticketing systems (Zendesk, Jira, Linear, etc.).
• Basic knowledge of Linux command line and cloud environments (AWS, GCP, or Azure).
• Understanding of software development life cycle and CI/CD pipelines.
• Hands-on experience using AI assistants (e.g., Claude, Copilot, or similar) to accelerate debugging, query writing, documentation, or ticket handling is advantageous.
• Experience with observability practices, runbook automation, or building lightweight scripts to automate repetitive operational tasks is an advantage.

• Customer Support teams feel confident escalating technical issues with clarity and speed.
• Engineering teams receive well-documented, reproducible reports that streamline debugging.
• System issues are resolved faster, and recurring bugs decrease over time.
• Documentation of operational and troubleshooting processes improves continuously.

• Flexible Work Environment:Enjoy a collaborative, inclusive, and open workplace designed to fit your needs and support work-life balance.
• Competitive Package:A competitive salary, an 11% company pension plan, and a comprehensive benefits package.
• Time to Recharge:Benefit from 32 paid vacation days (5 weeks + 5 extra) and paid parental leave to focus on what matters most.
• Career Growth: Access professional development opportunities and grow your career in a high-impact, high-growth industry.
• Stay Energized:Enjoy excellent coffee, tea, free snacks, and subsidized lunches at the office.
• Stay Active:Use our Spirii gym and shared company car to keep moving.
• Make an Impact:Be part of a team driving the future of sustainable energy while working on meaningful projects.

The position is a permanent position in Copenhagen, Denmark. Danish language is not a requirement, but Fluent English language skills are required.

ABOUT SPIRII

Spirii is a full-service e-Mobility provider, which offers hardware and software charging solutions to companies in the private and the public sector. Spirii has recently celebrated its seven-year anniversary as a founded company, however the people in Spirii have extensive experience working with electric cars and charging, as well as development of future transport- and energy systems.

Spirii is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences. Spirii strives to create an inclusive and diverse workplace, and we encourage all qualified applicants to apply regardless of age, gender, race, sexual/religious orientation, or disability.